BCBSMA is undergoing a consumer experience transformation to build exceptional experiences for our employees and for the communities we serve.
Donna has an acute event and seeks a new doctor who will value her lived experience. As she accesses the website, Donna sets preferences to her profile to drive how she’s engaged.
Through Donna’s preferred method, the back-end system directs her to find a PCP who meets her criteria. When Donna is unable to find the right PCP, BCBSMA connects her to an advocate who provides inclusive and trauma-informed care guidance.
When it’s time for Donna’s virtual PCP visit, her advocate joins the call. By the end of her appointment, Donna feels adequately heard, and understands what she needs to do next.
Donna has a question about her bill and calls BCBSMA. Specialized associates – with CX informed training and the tech that provides CX empathy data at their fingertips – thoughtfully solve her problem.
After a year, Donna has managed her health so that she is only on half of the medications she normally would take and is also off dialysis. Donna feels that BCBSMA is the ally she always needed.
Align ways-of-working to standardize, improve, and build the practice.
Activate BX opportunities by re-formalizing and expanding CX offerings.
Measure and strategically activate a BX vision through more robust insights.
Invest, partner and develop core foundations for BX, CX, and PX enablement.